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Request For

RFP - IT Servcie Management Solution

Invitation to Bid - IT Service Management Solution

Kentucky Housing Corporation (KHC) is soliciting bids for an IT Service Management solution. KHC will enter Competitive Sealed Bidding with any Bidder that is deemed a Responsible and Responsive Bidder to this Invitation to Bid.

KHC is the state housing finance agency and a political subdivision of the Commonwealth of Kentucky. Created by the General Assembly in 1972, KHC’s mission is to invest in quality housing solutions for families and communities across Kentucky.

Services Requested

KHC has the following objective that it wants the Work to fulfill, and it will be the Vendor's obligation to ensure that the Work meets these objectives:

  • Contract with a vendor for tier 1 service desk operations to provide a cost-effective alternative with the highest level of service for the KHC Service Desk.
  • Provide proactive and reactive service delivery to KHC and all KHC Service Desk customers.

KHC is requesting bids for an ITIL (Information Technology Infrastructure Library) compliant IT Service Management solution to provide services and support in managing a tier 1 service desk. KHC desire is to provide a single point of contact, tier 1 services (i.e.; receive initial calls, triage calls, trouble shoot and resolve service issues and refer unresolved calls to appropriate tier 2 and 3 support groups) for approximately 240 users. This solution should assist in advancing towards greater organizational maturity in IT Service Management through a thoughtful implementation of ITIL best practices. 

Proposals must be received by 5 p.m., ET, on Tuesday, April 30, 2019, to be considered. Electronic copies will be accepted and are preferred. Faxed copies will not be accepted.

Note: Proposals received after the stated deadline will not be accepted.

For more details, please review the full Invitation to Bid for IT Service Management Solution.

Question and Answer Meeting

A Question and Answer meeting is scheduled for Tuesday, April 23, 2019 from 1:00 - 3:00 p.m. EST. This meeting is optional. Interested vendors can choose to attend the meeting onsite or via a conference call.
  • Onsite – Please check in at the main office located at:
    Kentucky Housing Corporation, 1231 Louisville Road, Frankfort, Kentucky 40601.
  • Conference Call – Please send an email to Kim Monroe at kmonroe@kyhousing.org for call in details.

Questions Submitted

  1. Is KHC requesting/requiring desk-side support? 
    No, if desk-side support is needed, the ticket would be assigned to KHC for support.  

  2. Please elaborate/clarify what is meant by “Initial Hardware” (Vendor Requirements item 8g). 
    Looking for vendor to provide 1st level troubleshooting and if desk-side support is needed, the ticket will be assigned to KHC for support.

  3. What equipment will be monitored? (Vendor Requirements item 14)
    Looking for vendor to monitor network devices including staff laptop and desktop devices.
       
  4. Where should the alerts go?
    To Vendor or to KHC IT department? (Vendor Requirements item 14)  - Alerts should be routed to the Vendor Service Desk for 1st level troubleshooting and escalate to KHC if needed. 

  5. Please elaborate on KHC audit process. Will KHC visit Vendor’s office, will a 3rd party auditor visit Vendor’s office, via questionnaire, etc.? (Vendor Requirements item 18)  
    Upon an awarded contact, KHC requires language to be included in the contract that provides KHC right to audit. This is also related to the review of the SOC I or II requirement. In addition, KHC staff requires the ability to visit the vendors office to review security is in place as expected.
     
  6. Is KHC requesting/requiring patching? (Service Operations section, bullet point 3) 
    No, KHC internal network team will handle all patching for KHC systems/applications. Updates/patches to the Vendor ticketing system or tools used for monitoring KHC equipment will be the responsibility of the Vendor with appropriate communication to KHC prior to changes being made. 
     
  7. Can you please elaborate and provide examples of possible “change requests?” (Service Operations section, bullet point 4)
    KHC consist of inhouse developed and vendor software. Request for any changes (i.e. upgrades, new request, etc.) will be submitted as a service desk ticket. Therefore, user and/or Vendor need the ability to flag a ticket as a Change Request to KHC for review.

  8. Is KHC accepting bids from vendors who can only provide IT Service Management software, which is able to integrate with other Tier 1 support software/services?
    No. 

Submission of Proposals

Please direct the proposals to the attention of:

Lori Davis
Legal Services and Compliance Department
Kentucky Housing Corporation
Subject line to read: Response to: IT Service Management Solution Invitation to Bid